Altery: most-reported complaints
Automated analysis of 103 public Trustpilot reviews published 2024-06-27 to 2026-08-27. TrustScore 4.1 from 125 total reviews — see the Trustpilot page. Quick answer: is Altery legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report account and app problems, citing issues such as blocked logins and restricted access to funds. Support services are also frequently criticized, with users describing the help team as unreachable or unhelpful when they need assistance. A smaller number of complaints involve overcharging and concerns about funds being retained after account closure.
How to reach Altery
These are the contact details Altery publishes on its Trustpilot profile, as of our last check on 2026-09-25 — phone +442081911211, email [email protected], address One Canada Square, Office 24, HGS 24, London, E14 5AB, GB.
Trustpilot has posted a consumer alert on this company’s profile. See the Trustpilot page for the current notice.
The company claimed its Trustpilot profile on 2023-11-07, uses Trustpilot’s paid features, and last replied to a negative review on 2026-09-05. Trustpilot ranks it 108 of 116 in Financial Institution. We last checked this profile on 2026-09-25 and found 1 new review. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: ALTERY LTD (no. 06984177), active, incorporated 2009 (17.1 years); next accounts due 2026-09-30, last accounts filed 2025-11-14. 2 current officers (11 on record historically), 2 resignations in the last 24 months; 18 filings in the last 12 months (116 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 0 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count.
Elsewhere: 4.1★ on Google (19 reviews)
TrustScore over time
4.0 → 4.1 across 8 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (88%, 2.5d) · 2026-08-28 (84%, 2.5d) · 2026-09-06 (91%, 2.4d) · 2026-09-09 (91%, 2.4d) · 2026-09-13 (91%, 2.4d) · 2026-09-16 (91%, 2.4d) · 2026-09-25 (91%, 2.4d).
Severity: 56% of this company’s 27 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.9 days between the experience and publishing their negative review (26 reviews record both dates).
Measured reply time: across 25 negative reviews that received a public reply, the median wait was 2.8 days — the company profile reports an average of 2 days.
Reply quality: of 26 company replies to negative reviews analysed, 58% engaged with the specific problem and 27% were generic templates.
Review provenance: 45 company-invited reviews in the recent window average 4.80★, while 64 organic (uninvited) reviews average 3.52★.
37% of its 81 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: account/app problems makes up 70% of this company’s complaints vs a 15% median across 112 ranked companies in its sector.
Review velocity: 91 of this company’s 125 Trustpilot reviews (73%) were written in the last 12 months.
Not enough reviews to establish a trend.
What are the most common complaints about Altery?
Account/app problems
19 reports · 70% of complaints“They blocked my 270 and blocked my login access”
The company replied on 2026-03-16: “Hi Moheuddin, We understand how stressful it feels when funds are restricted. While we take concerns about account reviews, returned funds and communication seriously, we need to be careful not to…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“Now I no longer have access to my Altera account or the funds in it, and support is unresponsive”
The company replied on 2026-03-11: “Hi Paewł, Altery operates as a UK-regulated Electronic Money Institution and is legally required to carry out compliance checks under applicable anti-money laundering regulations and section 11 of…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“they hold my money”
The company replied on 2026-02-27: “Hi Arman, We understand you’re unhappy that one transfer was credited while the other wasn’t and you haven’t received clear confirmation of what happened to it. Under section 5.4 of our Terms &…”
Our classifier read this reply as a deflection.
Support unreachable
10 reports · 37% of complaints“They blocked my 270 and blocked my login access”
The company replied on 2026-03-16: “Hi Moheuddin, We understand how stressful it feels when funds are restricted. While we take concerns about account reviews, returned funds and communication seriously, we need to be careful not to…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“Now I no longer have access to my Altera account or the funds in it, and support is unresponsive”
The company replied on 2026-03-11: “Hi Paewł, Altery operates as a UK-regulated Electronic Money Institution and is legally required to carry out compliance checks under applicable anti-money laundering regulations and section 11 of…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“they hold my money”
The company replied on 2026-02-27: “Hi Arman, We understand you’re unhappy that one transfer was credited while the other wasn’t and you haven’t received clear confirmation of what happened to it. Under section 5.4 of our Terms &…”
Our classifier read this reply as a deflection.
Support unhelpful
8 reports · 30% of complaints“Left me unable to get to work as no access to my funds.”
The company replied on 2025-09-19: “Hello Jordan, We’re truly sorry to hear how stressful this experience has been for you. We understand how difficult it is to be without access to your funds, and how much that can affect your…”
Our classifier read this reply as a template response.
“emails often going unanswered and phone calls not being returned”
The company replied on 2026-06-02: “Hi Sam, Thank you for sharing your feedback. We're sorry that your experience didn't meet your expectations, particularly when it came to communication. After reviewing your application, we can see…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“The customer support team agents services are the worst”
The company replied on 2026-04-27: “Hi Ismail, Thank you for sharing your experience. We're really sorry for how frustrating the process has been, especially considering the effort you’ve already put in to get set up. It’s clear that a…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Overcharging
4 reports · 15% of complaints“they closed the account. If you don't have another account in your name they keep your money.”
The company replied on 2025-06-09: “Hi, Thank you for taking the time to share your experience, and we're genuinely sorry to hear that you’ve been left feeling disappointed. We know things like this can be frustrating. Every situation…”
Our classifier read this reply as a template response.
“they stop the account keeping our money for over 3 days.”
The company replied on 2025-04-07: “Hi Simone, Thanks for taking the time to leave a review, we really appreciate it. We understand how frustrating it can be when something doesn’t go as expected, and we’re sorry for the inconvenience…”
Our classifier read this reply as a template response.
“I paid CNY 50 through Alipay and was charged an exchange rate roughly 2.7% worse than the market rate”
The company replied on 2026-07-24: “Hi Maksims, Thank you for taking the time to share such detailed feedback. We appreciate you explaining your experience with the UnionPay card and the questions you raised around exchange rates and…”
Our classifier read this reply as a substantive response.
Billing errors
3 reports · 11% of complaints“They blocked my 270 and blocked my login access”
The company replied on 2026-03-16: “Hi Moheuddin, We understand how stressful it feels when funds are restricted. While we take concerns about account reviews, returned funds and communication seriously, we need to be careful not to…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“They hold your money for days before sending back to the originator”
Refunds delayed
3 reports · 11% of complaints“For two months they have not returned my money”
The company replied on 2026-02-02: “Hi, Thank you for sharing your feedback. We take all feedback seriously, both from our customers and from parties involved in transactions with them, and continuously review how we can improve our…”
Our classifier read this reply as a substantive response.
“still haven’t sent my money”
The company replied on 2025-10-29: “Hello Raphael-Bernard, Thank you for your review and for sharing your feedback with us, it really helps us improve our processes. We completely understand how frustrating it can be when your funds…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“nobody has replied now”
The company replied on 2025-10-29: “Hi Steven, Thank you for sharing your feedback once again. We understand how stressful this situation must feel and want to reassure you that our team is actively working on your case. For security…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-08-28.